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Mary Shelley once said, "Nothing is so painful to the human mind as a great and sudden change.” There's no question, change is challenging, but it's also inevitable. In the contact center, changes are a part of everyday life, and sometimes that's a good thing.
Wish you knew how to better communicate changes to your team, make new technology decisions, or drive culture and morale improvements? Our #ICMIchat community grappled with all these issues this week and we've compiled some of the best advice. Click through the slides below to learn how leading customer service and contact center managers approach changes in a positive way. Have advice to add to the mix? Share your ideas in the comments below!
To learn more about leading change in the contact center, be sure to join us at Contact Center Demo & Conference., where Dustie Mercer will lead a session on inspiring change from the frontlines.
Erica Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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